Complaints

This profile includes complaints for Gap, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gap, Inc.

  2 Folsom Street San Francisco, CA 94105

• 

  Gap, Inc.

  1945 W Palmetto St Florence, SC 29501-3919

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  Gap, Inc.

  2500 W International Speedway Blvd Ste 5 Daytona Beach, FL 32114-8143

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  Gap, Inc.

  451 E Altamonte Dr Ste 2245 Altamonte Spg, FL 32701-4619

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  Gap, Inc.

  136 Towne Center Cir Sanford, FL 32771-7408

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/15/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Mall at ****************************************, ******* **************** is horrible, clearly discriminated against for being a minority in working clothes when it comes to service and attentiveness. Completely ignored after being greeted at the door. Employees walked by ignoring my clear search for a specific item. While being ignored, an employee offered additional help to a coworker helping a non minority customer, while ignoring my need for help finding a specific item. Ultimately I found an alternate item and stood at the register for 2-3 minutes with nobody in sight to help until I had to verbally yell hello for someone to come, and the look on the employees face almost in disbelief that I could afford anything and was making a purchase reassured me that I was being discriminated against. Horrible experience, as a frequent shopper at other locations I know this is not the standard nor the expectation I have when coming to your store.

  Business Response

  Date: 02/18/2025

  RE: Better Business Bureau Case 22946763
  
  
  Dear ****,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  At Banana Republic, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  We have forwarded the details of this complaint and your contact details to our leadership team, and someone will reach out to you within 48 hours. If it's more convenient, you can reach out to us directly at  1-888-BR-STYLE ***************) and reference case # ********.
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

• Initial Complaint

  Date:02/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting for several years to have my name removed fro the "Gap Good Rewards" email list, but continue to received emails approximately every 3 months.When I click on the unsubscribe link, it says I have been unsubscribed.Because of this issue I will never shop at the Gap again, and don't want Reward points.

  Business Response

  Date: 02/18/2025

  RE: Better Business Bureau Case 22945563
   
   
  Dear ****,
   
  We are writing in response to your recent complaint filed with The Better Business Bureau. At Gap, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
   
  Please know we want all of our customers to have a pleasant and seamless shopping experience with us and we regret hearing that you no longer want to be a Rewards member with us or receive emails about your Reward account. We have closed the reward account as requested and this will end the email summaries sent from the account. Please note this change may take 7-10 business days to fully process. 
   
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
   
  Sincerely,
   
   
  ******
  Gap, Inc. Customer Relations
  
  
  cc: The **********************

• Initial Complaint

  Date:02/15/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to place an order online for three tank tops medium size with your modern tank tops and each time the website failed. And then when I try and place the order again the prices go up. At this time I really feel that the Gap has got some serious issues and I feel they are deceptive. 1 minute the price is low and the next minute the price is high this is absolutely terrible. In the meantime, I have tried to place an order for three modern tank tops at the lowest price ever and then when I go back on you can't continue because somehow the website is not allowing you to continue.

  Business Response

  Date: 02/18/2025

  RE: Better Business Bureau Case 22944939
  
  
  Dear ******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau. At Gap, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear that you were unable to get the price you initially saw. Promotional pricing may change based on current sales and availability. Any time you have an issue placing an order or getting the current price to reflect in the shopping cart, we recommend calling us directly as the issue is happening so we can assist you with getting the advertised price. You may also try clearing your cache and cookies, or trying another browser all together to see if this allows you to place the order on your end.
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at 1-800-GAP-STYLE ***************). We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The Better Business Bureau

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I had spoken with *****, from The Gap customer service who intervened and ***lace the order for two tank tops the ones that I've been waiting on for a long time I just received an update from your company and it has been shipped it'll be here around February 27th and I'm very excited about it and I want to thank everyone at the Gap and the better Business bureau for the support and the great customer service from both parties. However, you have some serious problems with your website I'm referencing to the Gap. When the customer service *** was assisting me on placing the order for the two tank tops he came to my side from his side and found out that I was right your website has some serious issues. Again, thanks for everything. Finally ????

  
  Sincerely,
  
  ****** E Kyseck

• Initial Complaint

  Date:02/14/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed order with the following details:PURCHASE SUMMARY Purchased: February 3, 2025 (4:59PM PST)Purchase #: 1L924FV Total cost: $21.62 (1 item)I was informed it will arrive on February 14. 11 days for shipping is a long time to wait. I've checked periodically for the shipping status and it hasn't even been picked up by the carrier.I checked again and it shows that it is now expected to be delivered on February 25. This is unacceptable.I reached out to customer service and spoke to Akam and he wanted me to file a claim while I was to simply cancel the order and be refunded. He informed me I need to file a claim. I ordered and paid for my item and I did not receive it. I am requesting for a full refund. It may be marked as shipped but *** hasn't picked up the item.The Akam filled out the claim for me for only the cost of the product. No tax and no shipping cost included. This is unacceptable. I expect a full refund.

  Business Response

  Date: 02/18/2025

  RE: Better Business Bureau Case 22940883
  
  
  Dear Nazry,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  ************ we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear that you did not receive your package. We have partnered with our claims department who confirmed the package was not delivered and a credit has been issued for the full amount of the order. Please allow up to 10 business days for the refund of $21.63 to be posted back to your account. We appreciate the opportunity to help! 
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

• Initial Complaint

  Date:02/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order for multiple items on January 16, received the package but one Padded Parka Jacket (L) was missing. we called Gap and made a claim on January 25 for the missing item, we where instructed to answer an email (which we did) and received confirmation that the request was being reviewed, and it said "We'll review it and get back to you in 2-3 days" and they never did get back to us.I called them and they told me the claim was denied, no explanation at all, no more information available, was given the number of the ***************** I immediately called them and was given nothing, no explanation, they just told me to claim it to the bank under fraud, this is not acceptable.

  Business Response

  Date: 02/18/2025

  RE: Better Business Bureau Case 22936425
   
   
  Dear *****,
   
  We are writing in response to your recent complaint filed with The Better Business Bureau. At Gap, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
   
  We want all our customers to be satisfied with their purchases, and we're sorry to hear that you did not receive all of the items from your order, 1L4Q87M. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays. If your claim was denied, we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.    
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
   
  Sincerely,
   
   
  ******
  Gap, Inc. Customer Relations
  
  
  cc: The **********************

• Initial Complaint

  Date:02/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Gap on 1/24/2025 with 11 items in total. The order was sent in two packages, with a first package containing 10 items and a second package with one item. The first package was supposed to have arrived quickly, and I received a delivery notification on 1/26/2025. However, it was not delivered to me. I thought maybe it was a mistake and it would arrive with the second order, which I did receive on 1/29/2025. My first package, with the majority of my ordered items, still has not arrived. I contacted Gap via their form about my missing package on 1/4/2025. On 1/5/2025, I received an email that they reviewed my request and would not resend or refund my order that I never received. I spoke with an agent via chat, who also would not help and told me to do a chargeback on my credit card. I would just like to receive the items I ordered from Gap and for their customer service to be helpful.

  Business Response

  Date: 02/06/2025

  RE: Better Business Bureau Case ********
  
  
  Dear *********,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  At Gap, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  We want all our customers to be satisfied with their purchases from Gap, and we're sorry to hear that you never received all of your items from order 1L6QNSM. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays. If your claim was denied we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.
  
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-GAP-STYLE ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22903655
  
  I am rejecting this response because: I spoke to a Gap customer representative via chat who also told me to do a chargeback on my card, instead of providing the items I ordered or a refund, just like this response. I see in other complaints that Gap can in fact provide a refund, as you are provided an order number and my name to do so.
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 02/08/2025

  RE: Better Business Bureau Case ********
  
  
  Dear *********,
  
  Thank you for your reply. We recognize that this process may not be ideal for all customers, and we will also make sure your feedback is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement and we appreciate your help and understanding in this. To complete a more thorough investigation and help ensure our carriers are held accountable for failed deliveries, we truly do need to have you file a dispute with your bank for any items you did not receive.
  
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-GAP-STYLE ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to bring attention to an issue I recently experienced with ******** regarding a missing package and their refusal to provide a refund without explanation.On Saturday, February 2nd, at 12:27 PM, a package from ******** was marked as delivered. The following morning, Sunday, February 3rd, I went downstairs to the building mailroom, but the package was not there. I immediately contacted ********, and their customer service advised me to wait until Tuesday, February 5th, before filing a formal complaint.On Tuesday evening, after following up with ********, an agent sent me a link via email to submit a claim form for my missing package. I promptly completed the form, providing all necessary details, including the fact that I had filed a police report and that the matter was under investigation. However, less than two hours later, I received an email from ******** stating that they could not issue a refund. The email contained no explanation for their decision, nor did I receive any call or further communication regarding my claim.I find this response unacceptable, as ******** did not provide any justification for their decision or acknowledge the ongoing police investigation. I believe customers deserve better transparency and accountability when reporting lost or stolen packages.I would appreciate any guidance or assistance in raising awareness about this issue.

  Business Response

  Date: 02/05/2025

  RE: Better Business Bureau Case ********
  
  Dear ********,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  ************ we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  We want all our customers to be satisfied with their purchases from ********, and we're sorry to hear that you never received all of your items from order 1L7T842. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays. If your claim was denied we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************
   

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order a great deal of product across the Gap brands. The customer service policy on shipping issues is horrible. When they make a mistake they do not rectify the situation but rather steal their customers money. It is fraud. I ordered 2 sizes of a jacket along with multiple other items The shipping made an error and did not ship the size S. I was denied my claim. It would be one thing if you have 100%. Quality control but you do not and stealing money is certainly a way to lose loyal customers.

  Business Response

  Date: 02/04/2025

  RE: Better Business Bureau Case 22895483
  
  Dear *****,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  At Banana Republic Factory, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  We want all our customers to be satisfied with their purchases from Banana Republic Factory, and we're sorry to hear that you never received all of your items from order 1L80SYK. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays. If your claim was denied we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attached a letter which I never sent which is dated February 1, 2025 as I wasn't aware of your complaint form. I had ordered a Gift Card on 12-3-24 in the amount of $100 as a Christmas present and to this day have never received the card. My ******************* was charged the $100 on 12-5-24 and I am asking for a refund. As you will see from the letter, all I received from Banana Republic was the runaround with promises of delivery dates which never happened. Hopefully all the information you need will be in my letter. Thank You for your help in this matter.

  Business Response

  Date: 02/06/2025

  RE: Better Business Bureau Case 22893070 
  
  
  Dear *******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  At Banana Republic, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear that you never received the Gift Card that you ordered in 1KM12MH. We have issued a full refund in the amount of $100.00 back to the original form of payment. Please allow up to 10 business days for the refund to be posted back to your account. We appreciate the opportunity to help. 
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************
   
  
  

  Customer Answer

  Date: 02/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I am reluctant to close this out until I receive my $100 refund due to their previous history of not providing me with the Gift Card in the first place and giving me the runaround.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there, I ordered some items from ********* they didnt fit and so I went to return them via mail. I printed the label out and went to Canada post and the said that the label was invalid. I went back home and reached out to ******** customer service for assistance and they said they would escalate the issue. It got to be close to the end of my return window and still my issue wasnt resolved so I reached out to them again. They told me that I never reached out about this problem and that my return window was over even though I still had a day left. They said they couldnt help me and that I can no longer return the items and would not be getting a refund or anything. They wouldnt help at all, they just kept saying they couldnt do anything. I have been shopping with this company for years and they were the ones who screwed up by sending an invalid shipping label but refund to help me so now Im out $65. They treated me like trash and I want this resolved.

  Business Response

  Date: 02/04/2025

  RE: Better Business Bureau Case 22889377
  
  Dear *****,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau. At ********, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear
  you weren't able to use your return label. While we typically do not accept returns out of the return window as they must be received at the return center within 30 days of the delivery date, we are happy to make a one-time exception for your return. Please know that we will not be able to extend this offer again in the future. We have emailed you a return shipping label for you to print out to send any items from this order back and have notated your account so the returns department accepts the return. Please allow up to 15 business days from the date you mail back the return for it to be processed and refunded. We appreciate you reaching out and giving us the opportunity to help you with your return!
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at ************** ***************). We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The Better Business Bureau

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22889377
  
  Hi, I sent this back using the original label. I put it in a mail box and they seemed to be able to scan it. It appears to have been delivered back at your warehouse as of today. Is that ok?
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 02/08/2025

  RE: Better Business Bureau Case 22889377
  
  Dear *****,
  
  thank you for your reply. We have updated the notes on your account to reflect the original tracking number so that your return is accepted. Please allow 15 business days from the date you mailed it back for it to be processed. We appreciate you reaching back out to let us know. 
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer Answer

  Date: 02/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********